SHIPPING POLICY

PHYSICAL LOCATION

Singapore & Malaysia

DUTIES AND IMPORT TAXES

instinc.sg is not liable for any international, EU or USA taxes or customs duties. 

Import duties and taxes for international shipments may be liable to be paid upon arrival in the destination country. This varies by country, and instinc.sg encourages customers to be aware of these potential costs before placing an order with us. instinc.sg is not liable for any international and EU taxes and customs duties. 

You may be required to pay fees to release the goods from your local customs, of which you will be notified separately by local authorities. Please wait for an email or notification from your local customs office or post office to process these charges. If your parcel is held in customs, please note we do not have control over this, and you or the recipient will need to contact your local customs office for further assistance.

If a customer refuses to pay duties and taxes upon arrival at a destination country, the goods will be returned to instinc.sg at the customer's expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.

If you have any questions or require assistance, please contact our Customer Support team via email: team@instinc.sg.

 

DUTIES AND IMPORT TAXES -  USA

Orders delivered to European countries are subject to local taxes and duties varying from 1% to 25%, depending on location. For further information, please refer to local rules and regulations regarding Brexit and international shipping.

While our headquarters are in Singapore, we have various dispatch centres globally to efficiently serve our worldwide customer base. instinc.sg does not guarantee that all items will be dispatched from the United Kingdom; however, all orders destined for the European Union will be shipped from centres located outside the EU.


DUTIES AND IMPORT TAXES -  EU

Orders delivered to European countries are subject to local taxes and duties varying from 1% to 25%, depending on location. For further information, please refer to local rules and regulations regarding Brexit and international shipping.

While our headquarters are in Singapore, we have various dispatch centres globally to efficiently serve our worldwide customer base. Instatints.sg does not guarantee that all items will be dispatched from the United Kingdom; however, all orders destined for the European Union will be shipped from centres located outside the EU.

 

DELIVERY

Unless there are any exceptional circumstances, instinc.sg will endeavor to fulfil your order for product(s) listed in the order confirmation by the delivery date set out in the shipment confirmation or, if no estimated delivery date is specified, within 20 business days of the date of the shipment confirmation, unless these are products from Replacement Parts Collection. 

instinc.sg does not guarantee that all items will be dispatched from Singapore. While our headquarters are in Singapore, we have various dispatch centres globally to efficiently serve our worldwide customer base. Please note we currently do not have a dispatch centre in the European Union or the United States of America.


CLASSIC COLLECTIONS

  • Singapore - 2 to 5 business days, depending on the delivery method.

  • Europe -  from 7 to 14 business days, depending on the country.

  • USA - from 7 to 14 business days, depending on the location.

  • Rest of the world – from 5 to 21 business days, depending on the country. 

 

PERSONALISED ENGRAVING PRODUCTS

Products personalised with engraving will be dispatched according to our set schedule. The cut-off time for orders is the 8th of the month, with products to be dispatched by the end of that month.

We offer worldwide delivery through Standard Shipping, which on average takes 10 to 14 calendar days, depending on your location. Please note that this timeline is an estimate and can vary based on a number of factors.

Please keep in mind that due to the personalised nature of these items, we are unable to accept returns or exchanges for engraved products.

  

REPLACEMENT PARTS COLLECTION

Products included in the Replacement Parts Collection will be dispatched within 10-14 business days from the order date. For EU orders, the import taxes are already included in the price.

The products are delivered worldwide via Standard Shipping, which can take from 10 to 20 business days. If your order contains products from Replacement Parts Collection, the order will be dispatched and shipped partially.

Instinc.sg usually dispatch orders within two business days. Orders made before noon (time zone Singapore GMT+8) are most likely to be dispatched on the same day. Please note we do not dispatch orders over the weekend. Upon dispatch, the customer will receive a shipment confirmation email with tracking details to follow the shipment's progress based on the latest updates made available by the shipping provider.

The distribution centre operates from Monday to Friday during standard business hours (time zone Singapore GMT+8), except for national holidays when the distribution centre is closed. Please allow a couple of days if your order is made on Friday evening or the weekend.

Please note that we do not deliver orders to the P.O. Boxes, only residential and office addresses. Your order may be delivered to a neighbour in case a delivery attempt is unsuccessful. Delivery to a neighbour's address is upon the judgment of the driver. The carrier will generally determine if the parcel can be left in a secure place at your delivery address. Your package may be returned to us if there is no safe place to leave the package at the point of delivery.

For lost or missing packages, we will provide you with the information of the carrier and tracking number associated with your order so that you should contact them directly to track your package.

 

SHIPPING FEES

Instinc.sg delivers globally, with minor exceptions. If a customer cannot find the desired destination country whilst filling in the delivery address section or has questions about specific delivery fees, a customer may contact the Customer Support team for delivery arrangements.

Shipping fees are calculated during checkout based on the weight, dimensions and destination of the order. Shipping fees are collected with the purchase.

  

PRE-ORDER ITEMS

Pre-Ordered may be subject to longer delivery times, within 100 business days from the date of the order confirmation. Orders containing regular products with pre-order products will be delivered together unless the customer requests alternative shipping arrangements. Instinc.sg could charge additional fees to cover the second shipping if the customer requested the order to be split into two deliveries. Once the pre-ordered products have been prepared, we will contact you to inform you that they are being shipped.

 

BESPOKE AND PERSONALISED PRODUCTS

Bespoke and personalised products may be subject to longer delivery times within 60 business days from the date of the order confirmation. Orders containing regular products with personalised products will be delivered together unless the customer requests alternative shipping arrangements. 

 

CANCELLATION

We reserve the right to refuse to process an order at any time, at our sole discretion. We reserve the right to cancel or delay any order if not available in stock. 

Instinc.sg reserves the right to withdraw any product from the website at any time. While we will make reasonable efforts to process all orders, there may be exceptional circumstances that may require us to refuse to process an order after we have sent you an order confirmation.

If you wish to cancel your order, please contact our Customer Support team at your earliest convenience. We will try to cancel your order in a timely manner unless it's already undergoing the final stages of preparation for the dispatch or being dispatched. The pre-order products cannot be cancelled.

WRONG ADDRESS DISCLAIMER

We strive to ensure every order reaches the correct destination, but it is the customer's responsibility to provide accurate and complete shipping information at checkout.

Please Note:

  • If an incorrect or incomplete address is provided, we cannot guarantee successful delivery.

  • Orders shipped to incorrect addresses due to customer input will not be eligible for refunds or replacements.

  • If the package is returned to us by the carrier, we can arrange for reshipment to the correct address. However, additional shipping fees may apply.

  • Changes to the shipping address after the order is placed may not be possible depending on the processing status.

Action Steps:

  • Double-check your shipping address before completing your order.

  • Contact our support team immediately if you notice any errors.

PARCELS DAMAGED OR LOST IN TRANSIT

The customer should check any lack of conformity in the Products at the time of delivery and if any anomalies are found (e.g., open package, damaged goods, etc.), we recommend that you handwrite any reservations on the delivery note and sign it. 

The customer should then contact the Customer Support team. If the goods do not conform to your order or you are not satisfied with them, you may return them or ask for an exchange or a refund within no more than 14 calendar days from the delivery date.

Any failure to deliver, late delivery, unavailability or delay exceeding the delivery times must be reported to our Customer Support as soon as possible. No claims notified to us more than 14 calendar days from the date of confirmation of your order will be taken into account.

 

RETURNS AND EXCHANGES

The customer is solely responsible for the return shipping fees and delivery to the return centre in Singapore. Please find more information on the Returns, Exchanges & Refunds here.

 

CUSTOMER SUPPORT

For all Customer Support enquiries and information about delivery, please email us at team@Instinc.sg or contact us via the contact form.